Customer Service Team Leader

Derrick Davis

**** ************* **** #*** ************, TX 78660

Phone: 737-***-**** ********@*****.***

Customer Service / Support Team Leader – Leadership Training WFM

Helping Companies Translate Their Business Goals to Reality

Accomplished Customer Service Professional with a proven track record in leadership and team management. Dedicated to delivering exceptional service and driving operational excellence in the Auctioneer/Appraiser and industrial electric heating industries. Adept at resolving service issues, enhancing customer satisfaction, and implementing creative solutions for organizational growth. Demonstrates strong leadership, training, and administrative skills with a focus on improving overall organizational performance.

~ Improve customer service experience, create engaged customers and facilitates organic growth;

Take ownership of customers issues and follows problems through to resolution ~

~ Set a clear mission and deploys strategies focused towards that mission; Develop service procedures, policies and standards; Keep accurate records and documents customer service actions and discussions ~

~ Analyze statistics and compiles accurate reports; Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment ~

Key Skills: Leadership & Team building Training, Coaching & Mentoring Policies, Process & Procedures Budgets / P&L Management Project & Program Management Budgets & Forecasting Overall Process Improvements IT Professional / Support Operations & Sales Relationship Building Analysis & Research Problem solving

PROFESSIONAL EXPERIENCE

Watlow Electric Company [June 2023 – Present]

Engineer I - Onsite Technical Representative

A family-owned company that designs and manufactures industrial electric heaters, sensors, and controllers.

® Swiftly respond to urgent technical requests within 60 minutes of receiving the request.

®Meet with work centers at the customer's site to gain firsthand insights into reported issues.

®Participate in the development of test benches when necessary to address repeat or strategic issues effectively.

®Utilize troubleshooting skills to identify the root cause of issues and initiate the purging process as needed.

®Lead internal communication within Watlow to prevent the recurrence of Non-Conformances (NCs) and DMRs.

®Facilitate the rapid replacement or repair of parts to minimize downtime.

®Investigate and thoroughly understand the reasons for DMRs, providing proactive support to address underlying issues.

®Attend Material Review Boards at the customer's site, contributing insights and expertise.

®Train customers on the proper installation and commissioning of Watlow parts to enhance reliability and performance.

Senior Customer Service Rep: April 2020- June 2023

®Provide daily support to customer inquiries, including key accounts, for industrial electric heaters, sensors, and controllers.

®Instruct, mentor, and train team members on ERP and CRM applications.

®Manage escalated calls and emails, ensuring prompt resolution.

®Enter data accurately in CRM, generate reports, and track shipments.

®Analyze and revise purchase order information, championing cross-departmental activities to meet customer needs.

Dover Fueling Solutions / Aerotek [Aug 2018 – Jan 2020]

Sales Support Specialist I / Customer Solutions Representative

Global leaders in driving innovation in the fuel industry for more than 100 years.

®Updated customer records and communicated order details to representatives.

®Collaborated with departments to meet or exceed customer expectations.

®Served as the primary point of contact for customer orders and changes.

®Assisted sales team with reporting requests and tracked customer claim requests.

®Implemented and documented CPQ test orders, ensuring accuracy.

Spectrum (Contract) [May 2018 – Aug 2019]

Order Fulfillment Rep

A suite of advanced broadband services offered by Charter Communications, Inc.

Answered questions and provided a status for boundary partners. Addressed escalations in a professional and timely manner. Accurately entered data entry sales orders in the appropriate systems. Entered data for service orders for new, upgrade, downgrade, and disconnect requests.

®Cross-referenced all service agreements in the appropriate databases to ensure accuracy.

®Conducted quality checks on all sales or service orders.

®Scheduled service upgrades, installs, and special requests in the appropriate systems.

®Adhered to productivity standards to ensure all order fulfillment tasks were handled in a timely and efficient manner with accuracy.

®Maintained a thorough understanding of the billing process, including, but not limited to, pro-rates, non-pays, rate increases, adjustments, credits, discounts, collections, renewals, and billing equations.

PRIOR EMPLOYMENT DETAILS

Dell - Round Rock, Texas Sales Support Partner: Direct Escalations & Compliance Nov 2009 – 2017

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Round Rock High School Diploma

Technical proficiencies: • Microsoft Office Suite, VOIP, ERP & CRM • Database Administration • Import/export compliance, BMS, ISO & EHS regulatory process

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